Quality Coordinator BPO

Job Title:

Quality Coordinator BPO

Job Description

The Quality Coordinator leads the effort to ensure excellence for our client programs. This leadership includes strategic analysis and implementation of transactional monitoring to maintain high quality standards. Supporting clients with complex programs across multiple locations, this role supervises a team of Quality Evaluators, driving their performance and professional development. The Quality Coordinator builds key relationships with clients and internal stakeholders to identify and implement process improvements that reduce costs, optimize performance, and contribute to revenue generation. This position has overall responsibility for the direction, coordination, and evaluation of the quality function.

Responsabilities

• Analyze quality data and identify trends, root causes of issues, and opportunities for improvement.

• Develop and implement process improvement initiatives to enhance quality, efficiency, and client satisfaction.

• Collaborate with operations teams to ensure quality standards are integrated into daily workflows.

• Monitor key quality metrics (e.g., first call resolution, customer satisfaction, error rates) and track progress toward goals.

• Develop strategies to improve quality KPIs and drive performance improvements across the account.

• Prepare and present regular reports on quality performance to management and client stakeholders.

• Work with other departments to address systemic issues that impact quality performance.

• Build and maintain strong relationships with client representatives and internal stakeholders.

• Communicate effectively with clients regarding quality performance, initiatives, and improvements.

• Collaborate with clients to understand their quality expectations and ensure service delivery meets those needs.

• Lead, mentor, and develop a team of Quality Analysts, providing coaching, feedback, and performance evaluations.

• Foster a positive and collaborative team environment, promoting knowledge sharing and best practices.

Qualifications:

• 2-4 years of experience as a Quality Coordinator or Supervisor, leading a Quality team within the BPO industry.

• Bachelor's degree preferred.

• Excellent communication skills, both written and verbal in English.

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Demonstrated ability to lead a team in multi-tasking, prioritization, and meeting deadlines.

• Proven ability to mentor, coach, and provide constructive feedback to team members

• Highly motivated self-starter with a strong sense of urgency and ability to thrive in a fast-paced environment.

• Exceptional attention to detail and commitment to accuracy.

• Knowledge of quality management methodologies (e.g., Six Sigma, Lean, TQM) is a plus.

• C1 English Level is a must.

Career Framework Role

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740

Language Requirements:

English (Required)

Time Type:

Full time

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